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It Service Desk Technician

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ATS Automation Tooling Systems Inc.

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Location:
India , Bangalore

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

We are seeking a dedicated and customer-focused IT Service Desk Technician to join our team. This position will be responsible for providing remote technical support and assistance to end-users across the organization. They will play a crucial role in resolving IT-related issues remotely, ensuring the smooth operation of systems, and delivering exceptional customer service. The ideal candidate will have a strong technical background, excellent communication skills, and the ability to work effectively in a remote support environment.

Job Responsibility:

  • Provide remote technical support and assistance to end-users, addressing basic software and account related issues like password troubleshooting, bitlocker recovery, and o365 tools
  • Respond to incoming support requests via various channels (phone, email, chat), ensuring timely and accurate resolution that align with SLAs and KPIs
  • Troubleshoot and diagnose technical issues reported by end-users, utilizing remote tools and diagnostic techniques
  • Escalate complex or unresolved issues to appropriate support teams or senior analysts for further investigation and resolution
  • Follow standard operating procedures to assist with IT account provisioning and deprovisioning
  • Maintain thorough and accurate records of support interactions, actions taken, and resolutions provided
  • Provide clear and concise instructions to end-users regarding system usage, troubleshooting steps, and preventive measures
  • Contribute to the knowledge base by creating and updating support articles, guides, and FAQs
  • Stay updated with the organization's IT policies, procedures, and technologies to ensure accurate and effective support delivery

Requirements:

  • Minimum of 3 years of experience in an IT Service Desk or Technical Support role, preferably in a remote support environment
  • Strong knowledge of IT fundamentals, including hardware, operating systems (MAC, Windows 10, 11), networking, and productivity software such as PDF software, Office 365
  • Proficiency in troubleshooting common desktop, laptop, and mobile device issues
  • Familiarity with remote support tools and technologies
  • Excellent communication skills, both verbal and written, with the ability to communicate technical information effectively to non-technical users
  • Customer-centric approach with a passion for delivering exceptional customer service
  • Strong problem-solving and analytical skills, with the ability to multi-task and quickly diagnose and resolve technical issues
  • Ability to work independently and collaboratively in a fast-paced and dynamic environment
  • Experience working with IT Service Management practices (eg. Incident/problem/change management, etc.) using enterprise ticketing systems and tools
  • Willingness to work in different shifts to provide 24/7 support, if required
  • Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience)

Additional Information:

Job Posted:
May 03, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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ATS Automation Tooling Systems Inc. - All Job Offers
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